Director of Customer Services - Housing

JR United Kingdom; Nottingham; On-site; GBP 60,000 - 80,000; Full time

Job summary

A well-respected housing association based in South London seeks a Director of Customer Services to lead a sizable team in providing exceptional housing and resident management services. The ideal candidate will demonstrate strong leadership qualities, a passion for community engagement, and a commitment to innovative service delivery.

Qualifications

• Experience in managing a sizable team (approximately 120 staff).
• Strong background in customer services and housing management.
• Ability to bring innovation and collaboration to the role.

Responsibilities

• Developing and delivering high-quality housing services.
• Overseeing customer contact, complaints, estates, and finances.
• Leading a program of continuous improvement based on resident feedback.

Skills

Leadership

Team Management

Customer Service

Innovation

Job description

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Director of Customer Services - Housing, Nottingham

Client:

New Street Consulting Group (NSCG)

Location:

Nottingham, United Kingdom

Job Category:

Other

EU work permit required:

Yes

Job Views:

3

Posted:

10.06.2025

Expiry Date:

25.07.2025

Job Description:

Phoenix Community Housing, a not-for-profit housing association based in South London that employs approximately 260 staff and owns and manages around 7,800 homes, is recruiting a Director of Customer Services, reporting to the Chief Executive. The successful candidate should have experience in developing and delivering high-quality, cohesive housing, neighborhood, and resident management services. The role will have strategic responsibility for services including customer contact, complaints, housing management, estates, income, homeownership, financial wellbeing, and resident involvement.

Phoenix was the first resident-led housing association in London and was awarded the top C1 consumer rating following a regulatory inspection in June 2024, reflecting its commitment to delivering high-quality homes and services and strong resident involvement in decision-making. The Director of Customer Services will oversee a program of continuous improvement, utilizing new technologies and resident feedback to enhance services.

We seek an authentic, approachable, and collaborative leader with experience managing a sizable team (approximately 120 staff) who can bring innovation, focus, and energy to the role.

This is an exciting opportunity to join a truly resident-led and community-focused housing association with a proven track record of high-quality service delivery.